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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (39th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The tool is a huge time saver. If I want to do something manually, it will take half an hour, but the bot can do the task within minute or seconds. In a day, month, or year, this will be a huge amount of time for me. A reduction to a fraction of seconds will be a big impact."
"As a solution for process automation, it's been very easy for us to use, and I don't think that we could have done it with any other solution."
"The most valuable feature is its ease of development; it's pretty easy for people who don't have a tech background to use and is one of the easiest tools for them to use."
"We automated one process that was running with 109 people and reduced it down to 69 with automation."
"It has helped us to save a lot of FTEs for our solutions that we have provided to our companies."
"Because of the presence of Automation, it helped my company deal with banks in this field and to know many important processes in banks and private companies."
"IQ Bot is something which is going to disrupt the market in the future. We... are particularly impressed with the evolution of IQ Bot and the kind of disruption it is bringing to the OCR space."
"My understanding is that the initial setup is pretty straightforward."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"It has made us a lot more organized, and a lot more aware of what needs to happen."
"The view it provides into who's doing the work."
"The most valuable feature is the usability of the search when you want to find other tickets that relate to the incident you're working on."
"Before Service Desk, we were kind of flying a bit blind internally, but with it, we're still in the honeymoon phase and it has provided us many, if not all, of the tools that we're looking to use and implement in our system."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"What I like about it are the features that allow me to integrate with Service Desk Manager and Process Automation, and to build creative solutions based on the integration with other CA products."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"Modules of integrated ITIL managers."
 

Cons

"Excel, Outlook, and Word automation are very difficult with V11."
"The Automation Anywhere Control room component features can be improved, as of now it contains too many roles and rules which makes it confusing to use it."
"I struggled with understanding the use of different variables during my initial time with Automation Anywhere."
"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."
"We had had issues with scalability. Recently, we had a use case which we were working on, but we could not do it because Automation Anywhere could not connect to the system."
"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."
"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."
"They have done a fairly good job on the RPA space, but more and more, the whole cognitive AI space and machine learning are where I see the industry actually going. I'm sure Automation Anywhere is also focused on that topic, but we would like to see more coming down the pipe, as early as possible."
"The GUI looks a little dated."
"We would like to see improvements mainly without the Service Desk."
"CA develops and acquires enough tools and adds them to its solutions, but does not necessarily fully integrate them before releasing them."
"Ticket event and notification creation and management is cumbersome and has not improved over the many versions I have worked with."
"Customizing it is very, very difficult to do."
"It could improve in maintainability and customization of features with a better and simpler GUI."
"Minor issues creep up and create huge problems. Product stability is also an issue."
"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."
"Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek."
 

Pricing and Cost Advice

"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"Currently, it stands as one of the more expensive RPA tools available."
"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"The Community Edition is a good offering from the company."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."
Information not available
"Pricing is simple, as it’s per concurrent analysts."
"I think pricing of this model is suitable for growing corporations."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"I don't see anyone other than large companies being able to afford this system."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.
900,644 professionals have used our research since 2012.